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The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service
New York, NY : AMACOM, 2006
HF5415.5 .K537 2006
Despite years of focus on the importance of customer service, most businesses still have a lot to learn. Too many merely tweak a script, roll out a new offer, then disappear from the scene, leaving their frontline staff--often underpaid and badly overworked--to expertly, cheerfully handle all the real-life encounters with real-life customers who can make or break a company.
Your company may have innovative marketing strategies, catchy advertising, and great products at a good price, but if you're not committed to your employees, they won't be committed to your customers...and your customers certainly won't be committed to you.
Find out how to turn around this cycle of indifference and mediocrity with The Kindness Revolution, an eye-opening, impassioned book that pinpoints the vital link between building long-term customer loyalty and creating a culture of kindness and consideration up and down the entire organization. This important book is packed with practical guidance and real-life examples of companies who have made serious commitments to their people--and have reaped a wealth of personal and financial rewards in return.
Quoted from dustjacket.